The Art of Incident and Problem Management

A picture is worth a thousand words, so they say. So what type of picture do you have around your disciplines of incident and problem management? Can you see the trends? Can you identify areas for improvements in speed, costs and user experience?

In this session we will discuss some of the results of shifting left and also skipping right to create a dynamic service environment based upon both industry best practices and actionable data.

We will also look at some of the methods and improvements to the Edge SaaS ITSM tool that you can utilize to improve this strategic area of the service desk and IT operations management.

Some of the topics we will cover include:

- How to leverage templates to increase the speed of ticket creation
- Proper alignment between services and SLAs
- Using service notifications to improve messaging and brand
- Creating a problem investigation from an incident
- Developing a process around which incidents should become problems

In part three of our “Digital Ready” series, we will discuss the trends we are seeing in the marketplace and the strategic changes needed to create a Digital Service Organization that is ready to compete in this new environment.
During our session we will review the results from our recent Digital Readiness Survey and discuss the implications for 2016. We will also discuss how, if, and where the SMACK stack is relevant and what are the essential Digital Service Management systems that are needed to excel in the new world of digital. And we will close by previewing the Unisys People Computing Productivity Index which allows you to benchmark yourself in 4 key areas to understand where you are at today in providing support in the new Digital Generation Era and the people who make it go.

Major incidents are characterized by a high level of complexity and high priority to the business. The resolution of these mandates a team of specialists with diverse skills and extensive communication both within the team of resolvers and with the users. If you have the right set of people, processes and technology in place, a major incident need not result in confusion and chaos. The true essence of major incident management lies in not only in quick and efficient resolution of major incidents, but also in creating and delivering value within the team and outside it. In this engaging webinar, Richard Josey, Service Management Architect, discusses the operational and psychological dimensions of major incident management and highlights the key areas that organizations need to work on to ensure that they have efficient mechanisms in place to tackle major incidents.

In part two of our series on “Being Digital Ready,” we take a look at the traditional service management disciplines of Incident and Problem Management and how you can take advantage of latest technologies and expertise to increase your ability to support, restore, and prevent interruptions to your service portfolio.

Join us as we discuss the new Unisys Service Desk Optimization package for ServiceNow with Jeff Petti, Sr. Offering Architect, Unisys ServiceNow Solutions. We will dive in to what these features provide to both the end users as well as level 1 support teams in requesting, handling, and managing incidents on the ServiceNow Enterprise Cloud Platform.

We will then progress and discuss Problem Management as a “best practice” with Eva Csongradi of the Unisys Service Management Office, on the importance of a dedicated Problem Management Practice and the associated benefits.

We will conclude our discussion by taking Problem Management to the predictive phase with Edward Chavis, of the Big Data Analytics Practice, where we will discuss the potential for Predictive Problem Management and anticipating and resolving issues before they become incidents.

To keep pace with the increasing demands to become a more digital business, IT organizations need to have the foundational digital service management pillars in place to; create, launch, secure, manage, analyze and restore digital services via strong strategy, governance, intelligence and automation.

Time is money, whether launching new services, fulfilling orders, improving performance and engagement or reacting to predictive intelligence. The ability to create, enable and deliver these capabilities to the rest of IT, to your internal associates and to your clients will determine your future success and survivability.

Join us for part one of a three part series where we will discuss how cloud impacts ITSM from both a tool and overall infrastructure perspective and how mobility first is key to your future and look out to 2016 and the forces shaping our industry.

Is CSI a specialized function, following a process from a book? In this session we will discuss various models for CSI and how they can be implemented within an organization. This session will show that CSI is not just something for mature ITSM organizations, but something we all can participate in, because of, or in spite of, our leadership.

Have you ever wondered how people view your CMDB? CMDBs have many users from different groups all with their own needs and perspectives. The better these needs are served the higher the value of your Configuration Management process and CMDB is to your organization.

This session will explore the different stakeholders in Configuration Management and how this affects your process and CMDB design.

In today’s hyper-competitive world of digital business, uptime and performance are essential elements to a 24/7 global business and as we all know, “slow is the new downtime.” At the same time, you must rapidly and continuously introduce new services to the mix.

How do you continue to monitor the performance of your services and underlying systems and make not only adjustments to said performance, while also rapidly introduce new services, without disrupting the user experience?

Join us as we discuss these “changes” occurring in IT operations and some of the solutions and approaches that are available to you in order to stay competitive and maintain a sharp focus on both the needs of the business, while maintaining an engaged end user.

Brad Seller, Solution Consultant from the Edge Service Management Advisory Group, will discuss core prerequisites and best practices for modernizing traditional Change Management in your organization, and Bob West, Vice President, Unisys Application Services, will discuss bringing DevOps into the mix to speed innovation while maintaining smooth IT operations.

In any endeavor, having clear line of sight of the road ahead is better than “driving blind.” The constant struggle in the IT service support and IT operations disciplines is how to move from fighting day to day fires, of repeating the same tasks over and over, to one where we become more strategic, less reactive, and have the ability to anticipate and avoid problems in the future.

Join us as we discuss how to better utilize the operational data that exists at the Service Desk to mature Incident and Problem management, to elevate our service levels by the use of end user experience monitoring and analytics, and to advance by taking advantage of new big data possibilities.

Following on from their latest presentation on the behavioural trends of service management, Richard Josey and Toby Moore continue their exploration of the effective measurement of service metrics and human behaviours. The body of this presentation will focus on how you gain the level of insights you need in order to make balanced choices about your services KPIs and outcomes.

Points covered:
· Balancing your reliance on metrics and scorecards
· Service intelligence: Business insights and analytics for ITSM
· Decision making processes for service improvements. Inform, act and review
· Understanding UX for ITSM and what insights can be gained
· Using retrospective measuring to make proactive changes
· Spotting trends in customer behaviours and engagement

There are two conflicting forces upon the IT department. The move to create a digital service fabric and the legacy people, processes and technologies that currently exist that are paid for and still have some useful life. How do you analyze this landscape, reuse what you can, modernize what you need and create a plan for the future? This plan is needed to manage the hybrid environments we have with clouds, service management and IT as a whole.

Join host Andrew Harsch as he welcomes Dan Huberty, CTO and VP of Solution Architecture, to discuss what needs to change and the steps to begin this transformation.

Richard Josey, Solution Architect at Unisys discusses the future of Service Management with Simon Rogers, Head of UK Sales for Service Management at Unisys on current client needs and the changes underway in the service management industry

Andrew Harsch, Global Director of Service Management and Analytics at Unisys talks to Jon Hall, Lead Product Manager at BMC on the new solutions offered by BMC and how together the two companies are assisting clients in modernizing their service management platforms.

Andrew Harsch, Global Director of Service Management and Analytics at Unisys discusses this transformation with Richard Pegden, Lead Solution Architect at ServiceNow and how Unisys and ServiceNow are assist clients together to cross this chasm.

Moving to a new service management platform is a big decision and getting the value out of this investment does not come automatically. It takes vision, planning, execution and expertise in how to leverage all the power of the platform to create a dynamic system of engagement, record and insight to begin the transformation to Digital Service Management.

Without these key steps, the business and technology goals of automation, visibility and the consumerization of IT can be lost. Having an experienced partner for this platform can accelerate your time to value by having your partner optimize the platform while you concentrate on running IT like your business and focusing on your customers.

Join us as we discuss with Greg Stevens, Service Delivery Guru at Unisys how to optimize the ServiceNow Enterprise Cloud Platform to create the next generation service desk. We will highlight areas of focus such as creating a well-designed user portal, how to organize the channels of engagement, to practical applications of automation.

Data analysis is the driver to identify cost savings and increased efficiencies. It allows you to better predict the future as well as remediate the past.

You cannot only streamline operations and reduce costs by analyzing service performance to predict and preempt events, but also mine information on business transactions to identify potential new revenue channels. By starting with key ITSM and ITOM operational analytics you can focus on service performance and start to see immediate savings. You’ll also learn how building a new data analytics framework to expand to more enterprise wide topics such as customer sentiment, network failure prediction and transaction analysis can deliver additional business value.

Join Unisys and Dr. Rod Fontecilla, Chief Data Scientist, as we take a quick tour of these exciting new offerings of Big Data analytics that are now available for both the ServiceNow and BMC Platforms.

Unisys has built a reputation helping leading IT organizations establish a service-minded approach to IT operations. Through our Service Management and Automation, we assist enterprises in achieving the promise of business service management through a combination of technology modernization via services, organizational change management and process optimization.